Customer Support Representative, FMCG/Retail

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Pear Tree.

WebsiteLinkedInAll Job Openings

1 - 10 employees

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

Pear Tree is a Melbourne‑born offshore recruitment and hiring services company that connects Australian, US, and UK businesses directly with skilled offshore professionals (primarily from the Philippines) without agency markups. They provide end-to-end hiring support — sourcing, screening, skills assessments, video interviews, reference checks — and offer payroll, Employer‑of‑Record, and compliance assistance plus a six‑month replacement guarantee. Pear Tree recruits across IT, sales & marketing, finance, creative, admin and operations roles, emphasizing cost savings, direct pay to talent, and secure onboarding workflows.

📋 Description

• Provide exceptional customer service support to Australian customers, consumers and internal stakeholders while operating as an extension of the Australian Commercial team. • Ensure timely order processing, proactive communication, issue resolution and cross-functional coordination. • High accuracy in processing customer orders received via phone or email/EDI, stock availability check, distribution of orders to the warehouse. • Investigating stock queries with planning team and incoming imports with warehouse team. • Manage order amendments, credits and invoicing. • Maintain master data and pricing in ERP. • Liaise with wider commercial team to maximise sales with available stock and resources. • Proactively communicate delays and supply risks, escalating issues promptly and appropriately. • Action, resolve and reply to customer, consumer and internal enquiries and complaints. • Co-ordinate cross functionally with internal teams on customer/consumer quality issues and process quality queries including reports and returns/Warranty claims. • Maintain and monitor relevant registers (DIFOT, KPI, Credit, New Accounts). • Filing (Orders, PODs, Credits). • Conduct communication broadcasts as required to external customers and employees. • Maintain customer service and administration forms as required. • Assist with account queries and payment processing. • Liaise and book transport pickups, consignments and manifests. • General clerical and office duties including but not limited to - mail, stationery ordering, reception maintenance, data entry. • Ad-hoc duties/projects as required. • Maintain basic detail log of quality issues as they arise and are solved for retailers and consumers. • Ad-hoc reporting as needed. • Actively support and comply with all John Cotton Australia safety policies and procedures, including but not limited to reporting all injuries/incidents immediately, supporting any investigations and risk assessments, and ensuring all SH&E training is current.

🎯 Requirements

• High School Completion Certificate (Essential) • Tertiary studies in Administration. (Desirable) • Excellent written and verbal English communication skills • 2+ years customer service or order management experience • ERP and Microsoft Office experience • Strong stakeholder management capability • Complaint resolution experience • Australian customer support experience (Desirable) • Pronto ERP (Desirable) • EDI processing (Desirable) • Retail, FMCG or manufacturing experience (Desirable)